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Reception Operations Manager

2 months ago

Avon, Colorado, United States East West Family Of Companies Full time

Join our esteemed organization, East West Family of Companies, as we seek a dedicated
Front Desk Manager with outstanding interpersonal and professional communication abilities to lead our front desk team.

In the role of
Front Desk Manager, you will be responsible for delivering exceptional guest experiences, upholding our facility's high standards, and facilitating smooth membership onboarding processes.

If you are a proactive leader with a commitment to excellence, we would be delighted to welcome you to our team.



Key Responsibilities:

Front Desk Oversight:

The Front Desk Manager will be tasked with creating the front desk schedule for the upcoming month by the 15th of the previous month, ensuring adequate coverage for any absences, and adjusting their own schedule as necessary.

They will handle payroll and commission processing for staff on a bi-weekly basis, organize quarterly team-building events, and maintain both digital and printed professional documents to support effective training and ongoing communication.

These documents include daily and monthly reports, standard operating procedures (SOPs), and the front desk training manual, among others. Additionally, they will ensure timely billing for RA classes on a daily, weekly, and monthly basis.


Membership Administration:

The Front Desk Manager will oversee the member onboarding process, which includes conducting property tours, uploading new contracts, and communicating with new members through calls and emails. They will also be responsible for addressing inquiries and promoting additional services such as personal training and nutrition consultations.

Building strong member relationships through personal interactions, networking events, and participation in programming activities is essential. The manager will contribute to newsletters and event planning to enhance the member experience.

They will manage monthly membership billing, follow up on unpaid accounts, apply late fees, lock delinquent accounts, and make necessary billing corrections.

Moreover, they will report and share membership metrics with hotel departments to assist in marketing, pricing, and membership strategies, while proactively auditing for expiring credit cards and corporate membership contracts to ensure accurate billing and access.


Team Leadership:

The Front Desk Manager will be responsible for interviewing, hiring, training, scheduling, supervising, coaching, and conducting fair performance evaluations for the front desk team.

They will also perform Manager on Duty responsibilities, which include maintaining a visible presence on the fitness floor, exemplifying customer care, addressing staff and guest concerns professionally, and supporting the team to ensure optimal performance.

Utilizing strong problem-solving skills, they will identify issues and inefficiencies, develop solutions, and take ownership of their implementation.

Additionally, they will conduct property walkthroughs to assess cleanliness and maintenance needs, communicating these requirements to relevant managers and the front desk team.


Qualifications:

Successful candidates will possess excellent written, verbal, and interpersonal communication skills, along with a strong dedication to guest service. They will demonstrate effective problem-solving capabilities and take initiative with enthusiasm.

Furthermore, they will be well-organized, possess exceptional time-management skills, and be able to convey challenging messages with kindness and empathy.

A bachelor's degree in hospitality management, business, or a related field is preferred, along with two or more years of experience in guest service or management.


Benefits & Perks:

Our benefits package includes a variety of perks designed to enhance both your professional and personal life. Enjoy discounts at Marriott Hotels worldwide, a comprehensive 401(K) plan with discretionary employer matching, and career development training to foster your growth.

Stay fit with a complimentary gym membership and enjoy discounts at our spa. Take advantage of on-property discounts and special offers through our corporate partnerships.

Our sabbatical program provides extended personal time, while our referral program rewards you for bringing new talent to our organization.

Additionally, our Employee Assistance Program is always available to support your well-being.


About Us:

At East West Family of Companies, our vision is to be the most trusted hospitality services provider and employer of choice, built on genuine and enduring relationships.

We believe in doing the right thing for each other, our community, our environment, and those we serve. We strive to cultivate an inclusive and welcoming environment where everyone can thrive and feel a sense of belonging.

We hope you will consider joining us